Call Centre Operators
Call centre operators take phone calls into an organisation’s call centre. Some call centre operators may also make outbound calls to sell products or services.
Tasks may also include:
• logging call information
• providing callers with the information they need
• selling products or services over the phone
• following up calls by letter, fax or email
• conducting surveys
• making appointments with customers.
Skills and knowledge
Call centre operators need to have:
• excellent verbal communication listening skills
• good computer and database skills
• knowledge of their organisation's products or services
• a customer service ethic.
Personal qualities
You need to have a pleasant phone manner and be able to remain calm and patient when working under pressure. You also need to work well as part of a team.
Career progression
Experienced call centre operators can progress to a team leader's position and work towards a National Certificate in Call Centre Management (Team Leader).
